Frequently Asked Questions

Why should I want to use VoIP (Voice over Internet Protocol) services in my home?
Saving money is the primary motivation for most people. However, some of the other features of this new service offering are very attractive and are not available from your typical local or long distance phone company. Vontronix offers competitively priced calling plans, integrated voice mail and web-based control of your phone account. With the Vontronix telephone service, you can choose a phone number in several different area codes throughout the United States. This allows you to choose a New York phone number even though you don’t live anywhere near New York.  This allows people in NY to make a local call to reach you.

You can also take your Zoom V3 with you whenever you travel. When someone calls your phone number, the calls will reach your V3 anywhere in the world, as long as it’s connect to the Internet.

How is it possible for calls to be so inexpensive?
VoIP calls are carried over the Internet without interfacing with the Public switched telephone network (Ma Bell) until the last few miles bypassing all those expensive long lines.

How do I dial someone who has a VoIP phone number?
Just dial their phone number, it’s no different than dialing anyone else.

How do I dial someone who has a regular phone number?
Simply pick up the telephone connected to the Vontronix network and dial any number in the world. Local calls still need 1 + area code before the number. International numbers are dialed used 011 before the number.

What do I pay if I dial someone who has a regular phone number in Ohio?
It depends upon the plan you choose. If you choose our unlimited plan for $19.95 a month, there are no additional fees to call someone in Ohio. If you subscribe to our per minute plan, then the call would cost you 1.9 cents per minute.

Can I make calls if the power goes out?
Not over the Vontronix network, if power is lost, so is your Internet connection. However, your phone service through your local phone company will still be available and cellular phones still work during a power failure.

Can I make 911 emergency calls?
Yes, the Zoom V3 has a port to plug in a normal phone line. As long as this line is plugged in and working, all 911 calls will go out over that line.

Can I make 911 emergency calls if I cancel my local phone service?
Only in certain areas. – Nationwide e911 service is scheduled to be rolled out in the fall of 2005.

Can I use the Vontronix phone service for all phones throughout my home?
Yes, have your alarm dealer wire it so all phones and the alarm system work.

How do I get a phone number for incoming calls?
All Vontronix customers will receive a new phone number.

Can I keep my existing phone number?
Yes, in most areas.

Are you saying that I can have a New York or Los Angeles phone number even if I’m somewhere else?
Yes.  When you sign up, you’ll be given a choice of area code to choose from.

When I call someone with a regular phone, what happens? How does the call travel?
The V3 converts your call from an analog signal into a digital signal so it’s packetized and ready to be sent through your broadband connection and onto the Vontronix Network. Vontronix has the equipment that will keep track of the number you called and the duration of the call so it appears on your Vontronix web page. Vontronix then hands the call to another provider to terminate the call at the other end. Call termination includes having the equipment necessary to turn the digital call back into an analog call and connecting the call to the local phone company in order to ring the phone at the other end. This is all done seamlessly and without delay.

What are some of the main features of Zoom’s V3?
Built in four port router

Built in Firewall

Built in VoIP Jack – for connections to VoIP calls

Built in Teleport Jack – for connection to the regular phone network – for 911 calls.

What are the Vontronix rates?
Rate Plan 1 - Unlimited calls within the US and Canada - $19.95 per month

Rate Plan 2 - Unlimited calls within the US and Canada and 22 other countries $29.95.

Additional charges – Calls outside of the US and Canada will be billed according to our international rate table. Rates may change from time to time and will affect all existing and new customers. The current international rates are always posted on the www.vontronix.com site.

411 -  Calls to directory assistance cost 95 cent per call.

Additional phone numbers cost $3.95 per month

When does Vontronix bill my credit card?
If you choose the Unlimited Plan, we will bill your card once a month. If you choose the per minute plan, we will charge your credit card either once per month or when you spend $25 whichever comes first.

How do I keep track of my Vontronix calls and make sure the charges are right?
Vontronix keeps your last 3-month's of bills (including your current month's bill updated in real time) online on our web page. Your online bill has the same level of detail (call logs, information on how each call was billed, etc.) as a long distance phone bill.

What if I want to get a statement in the mail?
Statements through the US Post Office are not available at this time.

What’s the cost to call a cell phone?
If you use our unlimited service, it will cost you nothing. If you use our per minute plan, it will cost you 1.9 cents per minute to call a cell phone in the US or Canada. Calling cell phones outside of the US and Canada is completely different. Those types of calls are not included in the unlimited plan and it usually costs between an extra 10 and 50 cents per minute to call a cell phone over a landline phone in the same country.

Is there a way for Vontronix to forward calls to my cell phone?
Yes, use your web interface to set up call forwarding.

What do I need to install the Zoom V3 hardware?
The V3 requires a broadband connection, either Cable or DSL.

What equipment do I need to use the Vontronix service?
A computer is required to set up the hardware, and it’s needed to view phone bills. But the computer is NOT needed, and can even be turned off while making and receiving phone calls. You will also need a standard household cordless or corded telephone.

Are there any specific PC or software requirements?
Windows 98 or newer PC with a Network Interface Card (NIC) or a USB port. You may also use a Macintosh or Linux computer with a NIC or USB port.

Microsoft Internet Explorer 5.5 or higher.

Can I use this service with a Satellite ISP?
It may work, depending upon the speed and quality of your ISP but we won’t support it. Meaning if it doesn’t work perfectly, we won’t be able to fix the problem.

Where is the Vontronix Service currently offered?
Anyone that has a broadband Internet connection can use the Vontronix Service, regardless of his or her geographic location. If you want to use the Zoom V3 and Vontronix service from outside the United States, check local laws, as VoIP phone calls may be illegal.

Can I find a number of a call that I have placed or received?
The Call Logs list all calls you have received from U.S. (non-international) phone numbers, along with the numbers for calls identified by Caller ID. It also lists all outbound calls that you placed.

How do I program the V3?
Once you have a Vontronix account established, you’ll be able to set up the V3 in minutes using the simple to use Zoom software.

What does SIP stand for?
SIP, the Session Initiation Protocol, is a signaling protocol for Internet conferencing, telephony, presence, events notification and instant messaging.

When I dial 411 who gives me a phone number? How much does it cost?
Dialing 411 will connect you to a directory assistance attendant and will cost 95 cents per call.

When I dial 0, who answers?
If you plug regular local phone service into the V3, then when you dial 0, you’ll get to a local operator. The Vontronix service does not offer operator services.

Can I still dial 00 to reach an international operator?
If you plug regular local phone service into the V3, then when you dial 00, you’ll get to a long distance operator. The Vontronix service does not offer operator services.

Can I still place collect calls?
Yes, you can place a collect call by dialing 1800COLLECT or any other similar service.

Can someone still call me collect through Vontronix?
No.

Can I use dial-around (i.e. 10-10) numbers from my Vontronix service?
No.

Can I call a 900 or 1-900 number from my Vontronix phone?
No.

Can I make toll-free calls such as 800, 888, 877, 866 calls with the Vontronix Service?
Yes, you can place calls to all 8xx toll-free numbers.

Can I use the Vontronix Service to make TDD (Telecommunications Devices for the Deaf) calls?
No, TDD capability is not supported.

How does my Caller ID work with the V3?
Caller ID is supported.

When I call someone using the V5, what will show up on the other person’s Caller ID?
Your VoIP Phone number.

What do I need to take the V3 with me when I travel?
Assuming you have broadband where you’re going. Just take the unit and a phone to plug into it, you don’t even need a computer or the software.

Travel outside the United States or Canada may require a different power supply. Make sure to supply the V3 with the proper voltage.

When I place an outbound call, how do I tell the V3 weather I want the call to go out through the Teleport (local phone company) or VoIP line?
Simply dial a # in front of the number you wish to call out over the Vontronix Service. If you don’t dial the #, the call will go out over through your regular phone company and will be billed according to their rate schedule.

If I drop my local phone company service, will the V3 know the LEC line is not plugged in and automatically send all my calls out over the Internet?
You can set up the V3 for VoIP only mode so all calls will automatically go out over the Vontronix service.

Can I drop my local phone company service once I have the V3?
Yes you can but understand that VoIP phone service will not work during a power failure. You’ll also loose the ability to get operator assistance. Read our Terms Of Service for a more complete answer.

Do you have voice mail?
Yes, and your voice messages along with the Caller ID are sent to your email address so you can listen to them through your computer speakers. You can also pick them up from any phone in the world.

Can I conference calls?
Yes, you can make three way conference calls.    

Do you offer call waiting?
Yes, it’s included.

What about taxes?
There are some taxes but not too much. Taxes average about $2.00 per month.

How are calls billed? By the minute?
You can choose our unlimited plan for $19.95 a month or pay $12.95 and 1.9 cents per minute. It’s your choice. If you talk more than 400 minutes per month, then take the unlimited service and talk as much as you wish. Or if you only talk 300 minutes per month, just pay 1.9 cents per minute when you talk.

Any call set up fees?
Yes, a one time $19.95 activation fee.

Can I transfer my existing telephone number to Vontronix?
Yes, in most areas. This can take up to one month and the phone number must be active when we port it over. So don’t cancel that line yet.

Does Vontronix support FAX machines, modems, TIVO boxes, or DirecTV boxes?
Keep a regular phone line for those services.

Can I use my Vontronix Service with a V3 and dial up Internet connection?
No.

Can I call my voice mail from another phone and retrieve messages or change my voice mail?
Yes. Voicemail can be accessed from any touch-tone telephone in the world.

Can I use SIP phones other than the Zoom V3 with the Vontronix Service?
Call our customer service center prior to installation.

How do I contact Vontronix customer service?
Email: customerservice@vontronix.com
Phone: 732-552-0670
Telephone support is available Monday through Friday 8am-8pm Eastern Time.

How can I have multiple phones throughout the house using one V3?
See your alarm dealer and have him wire it properly.

Is there any minimum term commitment on the Vontronix calling plans?
No, all plans are month-to-month commitments-- you can terminate at any time.

Will my alarm system work with the Vontronix service?
Have your Alarm dealer do the installation and it will work fine. Because VoIP is susceptible to power failures, we recommend keeping a regular phone line for 911 and Alarm central station phone calls.

If I sign up with Vontronix, can I continue to use an 800 number to receive calls? Do you support 800 numbers?
Yes you can point your existing 800 numbers to your new Vontronix number. We do not supply 800 numbers, you’ll need to get an 800 number
from a 3rd party service provider, and then have that service provider "point" the 800 number you your new Vontronix phone number. This will allow your Vontronix phone to ring when someone calls your 800 number.

Can I browse the Web and make calls simultaneously?
Yes, as long as your broadband connection supports at least 90 Kbps uplink, you will be able to make and receive calls and browse the Web at the same time. However, making phone calls takes bandwidth so you might experience a delay when surfing the web and talking at the same time.

Do I need to provide an e-mail address to get service?
Yes. You must provide an email address, which we will use to provide order confirmation and to establish your online billing account.  We will also use your email account to send your voice messages to you.

Is there an early termination fee?
Never.